contact center analyst

<div><div><div>Now
</div></div><div><div><div>Job ID</div>
<div>R-545374</div>
</div><div><div>Category</div>
<div>Marketing</div>
</div><div><div>Location</div>
<div>Covington, Georgia</div></div></div></div>
 <div>We are the people who give possibilities purpose
BD is one of the largest global medical technology companies in the world. Advancing the world of health&trade; is our Purpose, and it&rsquo;s no small feat. It takes the imagination and passion of all of us&mdash;from design and engineering to the manufacturing and marketing of our billions of MedTech products per year&mdash;to look at the impossible and find transformative solutions that turn dreams into possibilities.
<h1 class="jobSectionHeader">Job Description</h1>
BD Home Care Business:
The Home Care business within BD is unique in that it can manufacture products for consumers in the home and service them through our medical distribution subsidiary, Liberator Medical. This business unit engages with a variety of stakeholders that range from B2B2C and leverages omni-channels to drive awareness, engagement, conversion, and retention of our customers. The mission of the Home Care business is to deliver clinically superior solutions for people with chronic bladder conditions in their pursuit of normality and independence. Solutions include both products and services to support customers through their entire journey.
Role Summary
The Sr. Marketing and Contact Center Business Analyst is a strategic role that bridges data analysis with operational excellence, and works to improve call center performance, customer satisfaction, sales goal attainment, and cost efficiency by transforming raw data into actionable insights.
This role continuously monitors KPI&rsquo;s and performs gap analysis ensuring that all the systems and processes set up are delivering the intended results in terms of sales campaigns, list penetration, lead management, and other relevant processes.
Primary Job Responsibilities:
<ul><li>Leverage owned and external data sources to deliver an enhanced reporting suite capable of driving real-time commercial and marketing decisions.</li><li>
Daily management of short and long-term reporting needs using PowerBI, Tableau, Excel, Contact Center reporting, and other well-established analytics tools.</li><li>
Deliver KPIs to drive business strategy and ensure proper data are in place to measure performance.</li><li>
Perform continuous gap analysis to ensure all processes and systems are working in synergy, and metrics are accurate.</li><li>
Create dashboards to ensure lead management, list penetration, sales campaigns, promotions, journeys and customer satisfaction metrics are always visible.</li><li>
Identify trends, anomalies, and correlations in call center data to recommend improvements in workforce scheduling, call routing, system configuration, and agent performance.</li><li>
Deliver variety of automated and ad-hoc business reporting for direct-to-consumer healthcare business.</li><li>
Develop, track, and interpret key performance indicators such as conversion, retention, Average Handle Time (AHT), First Call Resolution (FCR), Net Promoter Score (NPS), Customer Satisfaction (CSAT), and abandonment rates.</li><li>
Develop new reporting capabilities and visualizations to deliver digestible, accurate metrics.</li><li>
Drive consistently improving data hygiene and reporting accuracy.</li><li>
Collaborate with BI and finance teams to create analytics insights based on business needs.</li><li>
Uphold compliance and privacy requirements for HIPAA-protected data.</li><li>
Support and drive decision making through quickly understanding complexities, identifying opportunities, and applying best practices in report creation and analysis.</li></ul>
To Be Successful in This Role:
<ul><li>Minimum Bachelor&rsquo;s degree in Business, Marketing, Statistics or related field required; MBA or equivalent experience preferred</li><li>
Minimum 5+ years of experience delivering business analytics and reporting</li><li>
Minimum 5+ years of experience in SQL or Snowflake</li><li>
Minimum 5+ years of experience in a performance marketing-based role</li><li>
Minimum 5+ years of working with best-in-class reporting tools such as Tableau</li><li>
Minimum 2+ years of experience working with Contact Center technology</li><li>
Experience working with Contact Center vendors preferred</li><li>
Excellent analytical, problem-solving, listening, interpersonal and verbal/written communication skills</li><li>
Experience with Web Analytics tools like Data Cloud, Google Analytics, Adobe Analytics or similar</li><li>
Has managed business analytics segmentation and customer and lead cohorts</li><li>
Is familiar with and comfortable reporting on key performance indicators related to a direct-to-consumer business, including CAC, LTV, conversion, and program business contribution</li><li>
Has a &ldquo;daily measurement&rdquo; mindset geared towards reporting on and optimizing key business metrics in real time</li><li>
Has experience working on or directly with finance teams to deliver and refine metrics and models.</li><li>
Has familiarity working with large data sets, data warehouses, and integration of multiple data sources</li><li>
Has experience recommending growth strategies using tactics like marketing mix modelling (paid and organic channels, Email marketing, promotions, etc.), attribution modelling, causal inference, customer segmentation, etc.</li><li>
Proactively partners with team members across a matrixed organization</li><li>
Can build business cases to support key initiatives to obtain approval for funding</li><li>
Preferably has familiarity with SalesForce.com environments</li><li>
Has the ability to manage multiple initiatives concurrently</li></ul>
At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.
For certain roles at BD, employment is contingent upon the Company&rsquo;s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD&rsquo;s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.<h1 class="jobSectionHeader">
Why Join Us?</h1>
To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of healthcare. At BD, you&rsquo;ll discover a culture in which you can learn, grow and thrive.
We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.
To learn more about BD visithttps://bd.com/careers.
Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics.
Required Skills
Optional Skills
.<h1 class="jobSectionHeader">
Primary Work Location</h1>
USA GA - Covington BMD<h1 class="jobSectionHeader">
Additional Locations</h1><h1 class="jobSectionHeader">
Work Shift</h1></div>

Sr. Marketing and Contact Center Business Analyst

Konecta

<div>
 
 
 WHO WE ARE:
 
 
 
 Konecta is a leading global service provider in customer management, business process, and digital outsourcing, with
 
 120,000 employees working in 30 languages
 
 across
 
 4 continents and 26 countries
 
 . We offer end-to-end customer management solutions&mdash;including acquisition, retention, customer service, technical support, and collections&mdash;powered by world-class expertise in customer experience, process management, and digital technologies. Headquartered in Madrid, Konecta generates
 
 &euro;2 billion in global revenues
 
 and serves
 
 500+ clients
 
 across telecoms, energy, banking, mobility, retail, and e-commerce.
 
 
 
 
 
 
 Role Summary
 
 
 
 The Real-Time Analyst (RTA) is responsible for monitoring and managing real-time operations within the contact center to ensure service levels and operational KPIs are consistently met. The role focuses on intraday performance management, schedule adherence, and proactive decision-making to optimize workforce efficiency.
 
 
 
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Monitor real-time performance of contact center operations (calls, chats, emails).
 </li>
 <li>
 Track and manage key KPIs such as
 
 SLA, AHT, Service Level, Adherence, and Occupancy
 
 .
 </li>
 <li>
 Identify performance gaps and take immediate actions (e.g., re-skilling, queue management, break adjustments).
 </li>
 <li>
 Communicate intraday performance updates to Operations, Team Leaders, and Workforce Management (WFM).
 </li>
 <li>
 Manage agent schedule adherence and highlight any deviations.
 </li>
 <li>
 Coordinate with Team Leaders to ensure optimal staffing levels.
 </li>
 <li>
 Generate and share real-time and intraday reports.
 </li>
 <li>
 Handle call volume spikes, system issues, or unexpected changes in workload.
 </li>
 <li>
 Ensure proper queue allocation and workload distribution across channels.
 </li>
 </ul>
 
 
 
 
 
 Qualifications &amp; Requirements
 
 
 <ul>
 <li>
 1&ndash;3+ years of experience in
 
 RTA / WFM / RTM
 
 within a BPO or contact center environment.
 </li>
 <li>
 Strong understanding of
 
 WFM tools
 
 (e.g., Verint, NICE, Aspect, Genesys, etc.).
 </li>
 <li>
 Good knowledge of contact center KPIs and performance metrics.
 </li>
 <li>
 Advanced skills in
 
 Excel / Google Sheets
 
 .
 </li>
 <li>
 Strong analytical and problem-solving skills.
 </li>
 <li>
 Good communication skills in English.
 </li>
 <li>
 Ability to work under pressure and in a fast-paced environment.
 </li>
 </ul>
 
 
 
 
 
 Core Competencies
 
 
 <ul>
 <li>
 Attention to detail
 </li>
 <li>
 Time management
 </li>
 <li>
 Decision-making under pressure
 </li>
 <li>
 Stakeholder communication
 </li>
 <li>
 Analytical thinking
 </li>
 </ul>
 
 
 
 
 
 KPIs
 
 
 <ul>
 <li>
 Service Level (SLA) achievement
 </li>
 <li>
 Schedule adherence
 </li>
 <li>
 Intraday performance accuracy
 </li>
 <li>
 Queue management efficiency
 </li>
 <li>
 Reporting accuracy and timeliness
 </li>
 </ul>
 
 
</div>

ECCO Gulf Majorel Qatar

<div>Job Summary

We are seeking a detail-oriented and analytical Data Analyst with experience in a contact centre environment and strong Workforce Management (WFM) capabilities. The ideal candidate will be responsible for analysing operational data, optimizing workforce planning, and delivering actionable insights to improve performance, efficiency, and customer experience.
Key Responsibilities
<h3 class="jobSectionHeader">Data Analysis &amp; Reporting</h3><ul><li>
Analyze large datasets to identify trends, patterns, and insights related to contact centre performance.</li><li>
Develop and maintain dashboards and reports using tools such as Power BI or Tableau.</li><li>
Provide daily, weekly, and monthly performance reports (KPIs, SLAs, service levels, etc.).</li><li>
Support data-driven decision-making through accurate and timely analysis.</li></ul><h3 class="jobSectionHeader">
Workforce Management (WFM)</h3><ul><li>
Perform forecasting of call volumes, workload, and staffing requirements.</li><li>
Develop and manage scheduling plans to ensure optimal resource utilization.</li><li>
Conduct real-time monitoring (RTA) of contact center operations and recommend adjustments.</li><li>
Analyze shrinkage, occupancy, and adherence metrics to improve efficiency.</li></ul><h3 class="jobSectionHeader">
Process Improvement</h3><ul><li>
Identify operational inefficiencies and recommend process improvements.</li><li>
Collaborate with operations and team leaders to enhance productivity and service delivery.</li><li>
Support continuous improvement initiatives through data insights.</li></ul><h3 class="jobSectionHeader">
Data Management</h3><ul><li>
Extract, clean, and manipulate data using SQL and Excel.</li><li>
Ensure data accuracy, integrity, and consistency across reports.</li><li>
Automate reporting processes where possible.</li></ul>
Required Skills &amp; Qualifications
<ul><li>Bachelor&rsquo;s degree in Data Analytics, Statistics, Mathematics, Business, or related field.</li><li>
Minimum 2 years of experience in data analysis within a contact center environment.</li><li>
Strong Workforce Management (WFM) experience (forecasting, scheduling, real-time monitoring).</li><li>
Advanced proficiency in Microsoft Excel (Pivot Tables, VLOOKUP, Macros preferred).</li><li>
Strong knowledge of SQL for data extraction and manipulation.</li><li>
Experience with reporting and visualization tools such as Power BI or Tableau.</li><li>
Solid understanding of contact center metrics (AHT, SLA, Service Level, Occupancy, etc.).</li><li>
Strong analytical, problem-solving, and communication skills.</li></ul>
Preferred Qualifications
<ul><li>Experience with WFM tools (e.g., NICE, Verint, Aspect, Genesys).</li><li>
Knowledge of automation tools or scripting (Python is a plus).</li><li>
Experience working in a high-volume customer service environment.</li></ul></div>

Data Analyst – Contact Center (WFM Specialist)

Al-Futtaim

<div>Job Requisition ID: 177664
Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United A&rdquo;rab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group&rsquo;s entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.
By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day. 


Overview of the role

We are seeking a motivated and detail-oriented UAE Nationals to join our Human Resources team on a part-time basis. This role is ideal for candidates looking to gain hands-on HR experience while supporting operations within HR Contact Center.

The HR Analyst in HR People Services is the primary contact for employee inquiries, managing the entire employee life cycle through various support channels such as the employee self-service portal, live chat, calls, emails, and walk-ins. This role is essential for providing high-quality and timely support by utilizing advanced customer service skills and a deep understanding of HR products, policies, and processes. The HR Analyst must be well-versed in the latest HR technologies and practices to ensure that all interactions are efficient, accurate, and aligned with the organization&rsquo;s commitment to exceptional employee experience. As a key member of the HR Shared Services team, the HR Analyst continuously adapts to evolving needs, driving innovation and excellence in employee support and service delivery. 


What you will do
<ul>
<li>Responsible for managing the digital customer experience, ensuring that all communications uphold the company's brand values and deliver a consistent and positive image. This includes crafting clear, concise, and professional communications across various digital channels, leveraging deep customer knowledge to offer personalized support, and maintaining comprehensive knowledge of HR products, policies, and processes.</li>
<li>People Advisor is expected to always adhere to and meet the service levels whilst maintaining pace with quality discipline. The role involves conducting basic to complex analysis, promptly resolving most inquiries and transactional requests, and routing cases requiring escalation using the support tool (i.e., Self-Service portal and case management tool).</li>
<li>The Analyst is also responsible for communicating resolutions to employees and performing courtesy calls during quiet periods to check customer details or seeking additional information.</li>
<li>Working in a highly data-sensitive environment, the People Advisor is responsible for protecting data privacy and adhering to confidentiality requirements to promote zero breaches of office security policy. The Advisor should ensure that data quality and accuracy are always met through the &lsquo;Right First Time&rsquo; practice.</li>
<li>Closely monitors WIP cases to ensure they do not exceed defined service levels and maximizes closure by ensuring 100% of &lsquo;How-To&rsquo; &amp; &lsquo;Request-Information&rsquo; requests are closed within 48 hours. The Analyst is expected to maintain up-to-date knowledge on policies, procedures, and FAQs, and to share the gained knowledge and experience.</li>
<li>They also contribute to building and updating the knowledge base with relevant information and solutions to facilitate faster issue resolution and improve the efficiency of future support interactions.</li>
<li>The HR Analyst jointly cultivates and contributes to a learning and knowledge-sharing culture through coaching, emails (Info Sharing), team meetings, or suggesting content to be updated in the FAQ list.</li>
<li>The role involves fostering strong teamwork and good working relationships between team members and other People Services Teams to ensure smooth request management flow. Additionally, the Analyst demonstrates a proactive personal commitment to the adoption of new processes and working practices and continuously strives to gain customer satisfaction, minimize complaints, and share compliments received to encourage others in the team to deliver expected service standards.</li></ul> 


Required Skills to be successful
<ul>
<li>Basic understanding of labor laws and compliance requirements relevant to government or corporate services.</li>
<li>Exceptional verbal and written communication skills with the ability to interact with diverse stakeholders.</li>
<li>Strong time-management skills and the ability to handle multiple tasks in a fast-paced setting.</li></ul> 


What equips you for the role
<ul>
<li>High School graduate or bachelor&rsquo;s degree in relevant HR field or related..</li>
<li>Microsoft Office and SAP SuccessFactors experience is and advantage.</li>
<li>Excellent level of spoken and written English &amp; Arabic.</li></ul> 
We&rsquo;re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish. 

Before you click &ldquo;apply&rdquo;: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence. 

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.</div>

UAE National

Montech Inc.

<div>Montech Inc. is a leader in business support solutions, offering professional and technical services for federal and state clients, tribal governments, and commercial customers. Headquartered in Albuquerque, New Mexico, Montech Inc. has employees who perform work in multiple states across the U.S. Established in 2011, we are a U.S. SBA 8(a) Program Graduate, a Minority Owned Business, Small Disadvantaged Business, Indian Small Business Economic Enterprise (ISBEE), and Woman-Owned Small Business. 
Overview
Montech Inc. is seeking a part‑time Active Response Center (ARC) Analyst to support the Center-wide Information Technology Team (CITT) at the USGS Earth Resources Observation &amp; Science (EROS) Center located in Sioux Falls, SD who will serve as a member of a 24x7 Security Operations Center (SOC) to provide technical support to organizations internal users of desktop applications and hardware. The ideal candidate will answer questions related to procedures, transactions, system status, interacting with network services and application developers in order to restore service, usability, and identify problems. Under direct supervision, perform routine assignments as an entry level professional. Develops core job competencies with existing procedures by solving standard problems. 
The goal of this role is to ensure EROS Center&rsquo;s information and systems remain secure and protected, following the principles of availability, integrity, and confidentiality. 
Place of Performance
The Active Response Center (ARC) Analyst shall perform services at the U.S. Geological Survey (USGS), Earth Resources Observation and Science (EROS) Center located 16 Miles Northeast of Sioux Falls, South Dakota. 
Hours of Operation
The Active Response Center (ARC) Analyst shall perform duties Monday through Friday, except U.S. Federal Holidays. Hours to be determined. 
Summary of Responsibilities
The Active Response Center (ARC) Analyst shall perform the following responsibilities:<ul><li>
Monitor networks for malicious activity using SIEM tools; investigate alerts and document activity in ticketing systems.</li><li>
Triage issues escalated to the information security team and ensure appropriate follow-up actions.</li><li>
Develop and maintain ARC documentation and processes.</li><li>
Monitor open-source intelligence for potential threats and take defensive actions.</li><li>
Run vulnerability scans, interpret results, and follow up with support teams.</li><li>
Collaborate with developers and analysts to advance automated tools and security processes.</li></ul> 
Qualifications
The Active Response Center (ARC) Analyst shall meet the following qualifications:<ul><li>
Working toward a degree in an IT-related field (experience may substitute at manager&rsquo;s discretion).</li><li>
Minimum of 1 year of directly related technical/professional experience.</li><li>
Strong understanding of information security principles and best practices.</li><li>
Good infrastructure and technology experience, including security operations.</li><li>
Excellent communication skills (written and verbal).</li><li>
Ability to prioritize workloads and seek guidance when needed.</li><li>
Willingness to work shifts, including nights, weekends, and holidays.</li></ul>
Desired Skills<ul><li>
Experience with ticketing/triage systems.</li><li>
Familiarity with SIEM tools and vulnerability scanning.</li><li>
Knowledge of open-source threat intelligence.</li><li>
Technical ability in Windows/Unix/Linux environments, Active Directory, networking systems.</li><li>
Experience with Amazon cloud hosting platforms, VMware virtualization, and malware analysis.</li></ul> 
Security
Employment is contingent upon the ability to pass a pre-employment drug test and a federal security investigation (background check) in order to obtain a U.S. Department of the Interior Public Trust clearance prior to start date. The background investigation reviews employment, criminal, financial, and personal history to ensure there are no outstanding violations. Applicants must be a U.S. Citizen to work in support of a federal agency. 
Equal Opportunity Employer
Montech Inc. is dedicated to the principles of equal employment opportunity (EEO) in any term, condition, or privilege of employment. The Company prohibits unlawful discrimination against applicants or employees on the basis of age (40 and over), race, color, religion, national origin, disability, genetic information, sexual identity, sexual orientation, pregnancy, veteran status, marital status, or any other status protected by federal, state or local laws. 
This job description is not all inclusive of the tasks that may be assigned to the ACTIVE RESPONSE CENTER (ARC) ANALYST.</div>

Active Response Center (ARC) Analyst (Part Time)

NTT DATA

<div>Req ID: 367706
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Call Center Analyst to join our team in Chicago, Illinois (US-IL), United States (US).
Job Description 
<ul><li>
Serves as back-up to the Service Center Manager including all related In-person escalations (General billing, FPC, UBR, etc.)</li><li>
Oversees the day-to-day operations of the CIT/WET team</li><li>
Facilitates CIT/WET meetings, reporting, follow-ups, and coordinating with other departments addressing and resolving customer inquiries and issues</li><li>
Provide guidance and support to team members, ensuring productivity targets are met</li><li>
Monitor and report on key performance indicators to Leadership</li><li>
Support FPC related issue via CIT including MIMO, processing/completing</li><li>
Organize and maintain records of CIT/WET efforts</li><li>
Ensure compliance with document retention policies if applicable.</li><li>
Facilitate clear and timely communication within the team</li><li>
Relay updates on policies, procedures, and applicable changes.</li><li>
Supports other Utility-Billing Supervisor escalations when needed</li><li>
Act as a liaison between teams and client</li><li>
Contributes to the development and delivery of applicable training programs for new and existing team members.</li><li>
Ensure team members are up to date on the latest policies and procedures.</li><li>
Conducts regular training assessments and adjust programs as needed.</li><li>
Present findings to leadership team for strategic decision-making.</li><li>
Implement escalation processes.</li><li>
Coordinate with various departments to resolve escalated issues.</li><li>
Provide feedback and coaching for continuous improvement.</li></ul> 
Minimum Requirements<div> 
<ul><li>
Minimum of 3 +years of experience in a contact center and/or customer service environment, including demonstrated familiarity with performance metrics related to Availability, Call Handling, and Quality Assurance.</li><li>
High school diploma or GED required.</li><li>
Language Requirement: Fluency in English (written and verbal).</li></ul> 
Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $49,456 &ndash; $74,184. Actual compensation will depend on a number of factors, including the candidate&rsquo;s relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&amp;D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.</div> 
About NTT DATA
NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&amp;D.
Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client&rsquo;s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.
NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.</div>

Call Center Analyst

General Dynamics Information Technology

<div><div><div>Your Impact
Own your opportunity to work alongside federal civilian agencies. Make an impact by providing services that help the government ensure the well being and support of U.S. citizens.
Job Description<div>
FUNCTIONAL ANALYST 
 
Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects. Join GDIT as a Functional Analyst for a career where your growth is just as important as the mission you support. 
 
MEANINGFUL WORK AND PERSONAL IMPACT
As a Functional Analyst, the work you&rsquo;ll do at GDIT will be impactful to the mission of Benefits Coordination &amp; Recovery Call Center (BCRC). You will play a crucial role in transforming customer interaction data into practical business insights. This role goes beyond traditional quality monitoring by driving performance improvements, strengthening compliance, and contributing to the overall customer experience.
Operating at the intersection of quality, analytics, and strategy, this production-driven role requires consistent output and strict adherence to deadlines. Assignments require extended periods of focus, critical listening, and precise documentation as analysts must be comfortable working with large datasets, identifying trends, and supporting findings. Successful analysts can balance quantitative analysis with detailed documentation on every audit.
This role requires a highly analytical mindset, exceptional writing ability, and advanced Microsoft Office expertise immediately upon onboarding to translate complex findings into clear, impactful feedback, and actionable recommendations. 
Support:<ul><li>
Operational efficiency across multiple applications while proactively staying current on all guidelines, procedural updates, and internal changes</li><li>
Weekly audits with a minimum of (50-60) interactions fortifying QA compliance standards and established scorecards</li><li>
14-Day record maintenance timeframes by autonomously monitoring Medicare beneficiary record corrections</li><li>
Operational leaders by drafting clear, concise, and professional communications supporting feedback and coaching initiatives</li></ul> 
Collaborate with:<ul><li>
Adjacent departments in (2 - 3) meetings monthly to review behaviors and training opportunities</li><li>
Call Center Leads by orchestrating bi-monthly calibrations using department templates to perform audit alignment amongst vested parties</li><li>
Colleagues during end-of-day huddles, training recaps, and ad hoc analysis, to examine anomalies and performance opportunities</li></ul> 
Utilize:<ul><li>
MS Excel formulas, pivot tables, data modeling, and visualizations, for analyzing trends, and optimizing reports</li><li>
MS Word to compose and deliver high-level bi-weekly emails, call notes, and summaries regarding observations and recommendations</li><li>
PowerPoint to design executive-level presentations, translate expectations into clear visual narratives, and create compelling slides for stakeholders</li></ul> 
WHAT YOU&rsquo;LL NEED TO SUCCEED 
Bring your Quality Assurance and Technical expertise along with a drive for innovation to GDIT.
The Functional Analyst must have<ul><li>
Education: Bachelor of Arts/Bachelor of Science</li><li>
Experience: 2+ years of call center experience with quality assurance exposure in a healthcare environment with an understating of Medicare, Parts A, B,C, and D.</li><li>
Technical skills: Intermediate computer literacy with expertise in MS Office (Excel, Word, PowerPoint)</li><li>
US citizenship required: Yes</li></ul>
Role requirements<ul><li>
Professional experience working in remote environments</li><li>
Strong analytical, critical thinking, and problem-solving skills</li><li>
Excellent listening, verbal, and written communication capabilities</li><li>
Ability to welcome, accept, and implement feedback constructively</li><li>
Highly adaptable to working collaboratively in a team-oriented environment</li><li>
Detail-oriented able to meet deadlines with a strong focus on accuracy and quality</li><li>
Proactively adept at identifying and pursuing new tasks and assignments automatically</li><li>
Strong understanding of compliance requirements (e.g., HIPAA, CMS guidelines) as it relates to Privacy Act laws</li><li>
Familiarity with Medicare Secondary Payer rules, ESRD (End Stage Renal Disease) periods, and Disability entitlement</li><li>
Exposure to BCRC processes, including coverage validation, MSP questionnaires, Recovery workflows, and case updates</li><li>
Experience performing calibrations, coaching sessions, and quality evaluations using standardized QA scorecards
</li><li>Ability to accurately interpret and apply complex QA guidelines consistently across unique interaction scenarios
</li><li>Capable of identifying scoring gaps and recommended QA form or policy enhancements
</li><li>Proven ability to identify trends and root causes across a wide array of call drivers (e.g., eligibility, MSP, correspondence)
</li><li>Demonstrate strong system navigation skills across multiple platforms, with the ability to efficiently query caller information
</li><li>Proficient in simultaneously analyzing call audio and system activity to comfortably translate QA findings into actionable insights</li><li>
Familiarity with CMS guidelines and regulatory requirements</li></ul>
Preferred Qualifications<ul><li>
Prior experience in BCRC</li></ul> 
GDIT IS YOUR PLACE 
At GDIT, the mission is our purpose, and our people are at the center of everything we do. 
Growth: AI-powered career tool that identifies career steps and learning opportunities 
Support: An internal mobility team focused on helping you achieve your career goals 
Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off 
Community: Award-winning culture of innovation and a military-friendly workplace 
 
OWN YOUR OPPORTUNITY 
Explore a career at GDIT and you&rsquo;ll find endless opportunities to grow alongside colleagues who share your ambition to deliver your best work.
#GDITFedHealthJobs
#GDITHealth
</div></div><div><div><div>Work Requirements</div></div><div></div><div><div>
Years of Experience<div>
3 + years of related experience</div><ul><li>may vary based on technical training, certification(s), or degree</li></ul></div><div></div><div>
Certification</div><div>
Travel Required<div>
Less than 10%</div></div></div></div></div><div>
Salary and Benefit Information<div>
The likely salary range for this position is $50,190 - $60,950. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range. 
View information about benefits and our total rewards program.</div>
About Our Work<div>
We are GDIT. A global technology and professional services company that delivers technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across over 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, cloud, cyber and application development. Together with our customers, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.</div><div>
Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.</div><div>
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans</div></div></div>

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